Shipping + Handling
Delivery of small items
Small items like lamps, scatter cushions or any accessories are delivered around the UK mainland via our parcel courier for £4.95 per shipment. Small furniture items like Tavolini are delivered for £9.95 per shipment. Medium-sized items like chairs or rugs are delivered for £14.95 per shipment. Our courier for small and medium-sized parcels delivers Monday to Friday between 7am - 7pm. Our courier or our own customer service representative will get in touch with you to confirm the day for delivery.
Delivery of larger items
Our dedicated 2 men delivery team will deliver and install your larger furniture, and take away the wrapping for free. Larger items can be delivered on a Saturday, but please make sure you mention this to our customer service representative when they call to book a delivery with you. 2-3 hour delivery windows are proposed on an agreed delivery day. The cost for delivery and instalation service for larger items is £60.
For items that are in stock, it's usually around a fortnight's wait. For other items that are made to order, we deliver within 10 days of them arriving into our warehouse (always within 8 weeks of you placing the order).
Ordered multiple items?
We charge per shipment rather than per item, so all your products will be shipped together once everything is ready to go.
For example, you order a lamp and a bespoke cabinet piece. Your lamp is in stock, but your cabinet will take up to 8 weeks to be made and delivered. We will wait until the cabinet is ready and they'll both be sent in one go.
If cannot wait and need the delivery to be split, not to worry, give us a call +442077382424 and we will arrange that for a small charge.
Terms & Conditions
1. Delivery of goods to you
1.1 We will deliver the goods you have ordered to the address you give us for delivery at the time you place your order. We can only quote delivery prices to addresses within mainland UK. Please call our customer service team on 020 7738 2424 if you are a resident of the Isle of Wight, the Channel Islands, Isle of Man, Scottish Islands, Northern Ireland or the Republic of Ireland.
1.2 We aim to deliver your furniture within the time quoted on our website when you place your order. If circumstances change, we will contact you. If, however, it is delayed due to circumstances beyond our control, then we cannot accept any liability for consequential loss.
1.3 The delivery times quoted on the website are for delivery to postcodes which fall within our normal delivery areas. Should your postcode fall outside our normal delivery area, delivery times may vary. We will inform you of this when confirming acceptance of your order.
1.4 We will use our reasonable endeavours to meet any date agreed for delivery. You will have the opportunity to refuse two delivery slots, after which time storage fees may be applied to the order.
1.5 In any event, delivery shall not be of essence.
1.6 Generally, where an order contains more than one item, all items will be delivered at the same time, once all of the products become available.
1.7 Any risk of damage to or loss of the products shall pass to you upon delivery. You will become the owner of the goods at the time of delivery, provided that we have received payment in full for the goods.
1.8 Our expert Premier Delivery Team will carefully install your new furniture in your home, exactly where you want it (subject to access). They will remove all wrappings and packaging and dispose of them for you.
1.9 All deliveries are signed for. If you are out when our delivery team arrives, they will leave a card with a contact number for you to call them and arrange a delivery at a future date. Please note that there will be an additional charge for this.
2. Access to the destination room
2.1 Before placing an order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room.
2.2 As part of the checkout process, you will be requested to confirm that you have checked access thoroughly.
2.3 Should you have any concerns over access, then please note them on the comments box on the order or contact us by e-mail mailto:firstname.lastname@example.org or call us on 020 7738 2424 between 9:30am and 6pm Monday to Saturday and 11am and 5pm on Sunday. (Please note that calls will be charged at the local rate.)
3. Cooling Off Period
3.1 You are entitled to a statutory cooling off period beginning from the date you placed your order and ending 14 working days after you received the goods. Certain goods are exempt from this cooling off period, for example a mattress which has been taken out of its sealed packaging in which it was delivered, and special order or all bespoke items ordered (indicated as "out of stock" or “made to order” on the website).
3.2 If you have ordered a bespoke item and decide to cancel the agreement within 7 calendar days of placing the order, you will be liable to a 10 percent cancellation fee. If you cancel the agreement between 7 and 21 calendar days of the purchase, you will be liable to a 25 percent cancellation fee. If you cancel the agreement any time after 21 calendar days but before delivery, you will be liable to 50 percent cancellation fee.
3.3 You must inform us in writing during the cooling off period that you are cancelling the contract (registered post only. E-mails are accepted, providing you get a confirmation that we have received your email).
3.4 If you have not received the goods at the time of cancellation of the contract, and we have not processed the goods for delivery, we will refund to you all the monies paid by you for the goods in question including the delivery charges in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your cancellation being accepted (for bespoke items see 3.2).
3.5 If you have not received the goods at the time of cancellation of the contract, but we have processed the goods for delivery, and they are en route, you must not unpack the goods when they are received by you. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. The goods must be returned to us as soon as possible. We will refund to you all the monies paid by you for the goods in question, excluding the cost of delivery and collection of the goods, in the same form of payment originally used for the purchase, as soon as possible and in any event within 30 days of your cancellation being accepted (for bespoke items see 3.2).
3.6 If you have received the goods at the time of cancellation of the contract the goods must be returned to us as soon as possible. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. The goods must be returned to us as soon as possible. We will refund to you all the monies paid by you for the goods in question, excluding the cost of delivery and collection of the goods, in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your order being accepted, PROVIDED THAT the goods are returned by you and received by us in the condition that they were in when delivered to you (for bespoke items see 3.2).
3.7 If you do not return the goods to us we shall be entitled to deduct the direct costs of recovering the goods from the amount to be refunded to you.
4. Damaged or Defective Goods
4.1 Every effort will be made to ensure that the goods you have ordered arrive undamaged and without defect.
4.2 If the goods are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately, which will be provided by the home delivery team. If damage is discovered after delivery, you must contact us within 3 days of delivery of the goods.
4.3 If the goods are damaged, and we are unable to repair the item to manufacturing standards, we will send a replacement item upon confirmation that the damaged item has been returned to us.
4.4 If the goods are found to be defective we will refund all monies paid by you for the goods in question (including the delivery charges) in the same form of payment originally used for the purchase as soon as possible.
5. Cancellation by Us
5.1 We reserve the right not to accept any order request if:
5.1.1 We have insufficient stock to deliver the goods you have ordered;
5.1.2 We do not deliver to your area;
5.1.3 One or more of the goods ordered was incorrectly described or priced on the website;
5.1.4 The payment transaction is not authorized; or
5.1.5 You have not complied with the provisions of paragraph 12 of these terms and conditions.
5.2 If we do cancel your contract we will notify you by e-mail and will refund to you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 30 days of the cancellation of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
6. Stock Levels
6.1 As far as reasonably possible all products featured to buy on the website are either in stock and available at the time of ordering, or are produced to order with the anticipated lead-time published on site.
6.2 If any item is out of stock, we will notify you and proceed in terms of paragraph 2.1 or 2.2 as appropriate.
7. Unforeseen Circumstances
While every effort is made to meet our customers' demands, cancellations or variations may be necessary as a result of an Act of God, war, strike, lockout, labour dispute, fire, flood, drought, or other causes beyond our reasonable control.
8. Complaints and Remarks
8.1 If you have a complaint or a particular remark to make please do not hesitate to contact us immediately by telephone or e-mail, the details of which are contained under the "Contact Us" page.
8.2 Any complaint will be dealt with fairly, effectively and confidentially. Your statutory rights as a consumer are unaffected.